Canon Network Camera Warranty Information

All Canon Network Cameras intended for and purchased within the European Economic Area (“EEA” – namely EU, Iceland, Lichtenstein, Norway) plus Switzerland, are covered by the Canon Network Camera Warranty. Canon warrants that should the new product be found to be defective within the applicable warranty period, the fault is resolved free of charge (terms & conditions apply – see below).

The Canon Network Camera Warranty is comprised of different service offerings and the offering that is applicable to you is determined by your location; when you purchased the product and the product that you have purchased. The service offerings are as follows:

• 1 Year Return-to-Base Warranty

• 3 Year Return-to-Base Warranty

• 3 Year Onsite Exchange Warranty

For any product outside of the applicable warranty terms or period and for damage or repairs not covered by the warranty, a chargeable repair service is available and can be obtained by returning the product to any Canon authorised Network Camera service provider.

Free of charge Warranty services may only be obtained on presentation of the original invoice/cash ticket/proof of purchase issued to the end user. Canon reserves the right to refuse warranty service if this information is not complete or has been removed or changed after the original purchase of the product by the end user.

Canon Network Camera Warranty Overview FAQs

Q: What warranty is applicable on Canon Network Camera products purchased within Europe?

A: All Canon Network Cameras intended for and purchased within the European Economic Area (“EEA” – namely EU, Iceland, Lichtenstein, Norway) plus Switzerland, are covered by the Canon Network Camera Warranty.

The Canon Network Camera Warranty is comprised of different service offerings and the offering that is applicable to you is determined by your location; when you purchased the product and the product that you have purchased. The service offerings are as follows:

Q: What documentation is required in order to make claim for a Network Camera Warranty repair or exchange?

A: If you wish to specifically request a warranty repair or Onsite Exchange under the Network Camera Warranty then it will always be necessary for you (or your System Integrator) to provide Canon with the original valid proof of purchase (including original date of purchase) for the product in question.

Q: My product is covered by Return-to-Base warranty, where do I send it if it develops a fault?

A: If your product is covered by 1 Year or 3 Year Return-to-Base warranty, you will need to send the product to a Canon authorised service provider and provide your proof of purchase to make a claim under the warranty.

Q: Who can initiate the Network Camera Onsite Exchange Warranty?

A: Either the Customer or their System Integrator can initiate the process, upon finding a fault with the product. The replacement product will be dispatched once a faulty product is diagnosed (subject to the full terms and conditions).

Q: Who do I contact to initiate the Network Camera Onsite Exchange Warranty, if my product develops a fault?

A: Customers or their System Integrator should contact the relevant local Helpdesk (link to Contacts tab). First level support is provided by AXIS Communications, who will capture all relevant information (i.e. fault details) and perform first level investigation of the possible cause. If the fault persists, AXIS Communications will arrange for the Canon second level helpdesk to contact the Customer or System Integrator. If fault diagnosis is confirmed by Canon and a product exchange is required, then a like-for-like product (or a product of greater specification) will be dispatched.

Q: How long will it take for the Exchange Product to be delivered?

A: Wherever possible, the replacement product will be provided the day after the exchange is confirmed as being required, where such a fault diagnosis is made before 11:00 am and two days after when such a fault diagnosis is confirmed after 11:00am, on a weekend or on a public holiday.

Q: Where will the Exchange Product be delivered to?

A: Replacement products are available for delivery either to the System Integrator or directly to the Customer (where the Customer has the technical knowledge to perform installation work).

Q: What happens after the Exchange Product is received?

A: After receiving the replacement product, the System Integrator or Customer is then responsible for ensuring that the faulty product is returned to Canon. Shipping labels will be provided for the return of the faulty product. The shipping company must be contacted in order to arrange the collection of the faulty product within 5 days. Under normal conditions, the cost of shipping will be covered by Canon.

Q: Who is responsible for removing the faulty Network Camera product and installing the replacement product?

A: Canon will not be responsible for the removal of the original product nor the installation of the replacement product. This is the responsibility of the Customer or their System Integrator.

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